{"id":2281,"date":"2018-06-19T12:22:11","date_gmt":"2018-06-19T10:22:11","guid":{"rendered":"https:\/\/dev.inkovema.de\/?p=2281"},"modified":"2020-10-08T16:15:07","modified_gmt":"2020-10-08T14:15:07","slug":"the-customer-is-king-we-rarely-speak-of-right-and-wrong","status":"publish","type":"post","link":"https:\/\/dev.inkovema.de\/en\/blog\/the-customer-is-king-we-rarely-speak-of-right-and-wrong\/","title":{"rendered":"Podcast: Is the customer king? &#8211; We rarely talk about right and wrong."},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container gradient-container-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1144px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><div class=\"c6 tl6 tp12\">\n<header>\n<h6 class=\"max thin\" style=\"text-align: right;\"><span style=\"color: #808080;\"><em>Photo: Zarli Skinner, \u00a0<\/em><i><a style=\"color: #808080;\" href=\"http:\/\/www.shutterstock.com\">shutterstock.com<\/a>.<\/i><\/span><\/h6>\n<\/header>\n<\/div>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;width:100%;\"><div class=\"fusion-separator-border sep-single\" style=\"--awb-height:20px;--awb-amount:20px;border-color:#e0dede;border-top-width:1px;\"><\/div><\/div><div class=\"fusion-title title fusion-title-1 sep-underline sep-solid fusion-title-text fusion-title-size-one\"><h1 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:34;line-height:1.4;\"><h3 class=\"inline thin opensans\">Podcast: &#8222;Auf die Zw\u00f6lf &#8211; Der Konflikt- und Streitpodcast&#8220;<\/h3>\n<h2 class=\"big atw xgap dblue\">&#8222;Is the customer king? &#8220; &#8211; &#8222;We rarely speak of right and wrong&#8230;&#8220;<\/h2><\/h1><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container gradient-container-2 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1144px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><iframe width=\"100%\" height=\"230\" scrolling=\"no\" frameborder=\"no\" src=\"https:\/\/detektor.fm\/gesellschaft\/auf-die-zwoelf-ist-der-kunde-koenig\/embed\" loading=\"lazy\" ><\/iframe><div class=\"fusion-text fusion-text-2\"><p>Entered the wrong address? The T-shirt is too small? Don't like the shoes? No problem, many mail order companies take back products without asking questions. How companies try to avoid conflicts with customers.<\/p>\n<div class=\"c8 tp12 grid-12\">\n<div class=\"c6 tp12\">\n<div class=\"ratio-4-3 singlePodcast\">\n<p>For customers to be satisfied, the service should be right.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"c6 pp12 tp10 content\">\n<h3 class=\"atw dblue max tgap bgap\">Spreadshirt does not think in terms of right and wrong<\/h3>\n<p>Marie-Luise Wendt knows how to deal with customers in online retail. As Customer Service Manager at <a title=\"spreadshirt.com\" href=\"https:\/\/www.spreadshirt.de\/\" target=\"_blank\" rel=\"noopener noreferrer\">Spreadshirt<\/a> she knows that it is essential to cater to customers' wishes:<\/p>\n<blockquote>\n<p><em>For us, the most important goal is that the customer leaves satisfied at the end. And that means: I have to find solutions that make them happy.<\/em> - Marie-Luise Wendt, Spreadshirt<\/p>\n<\/blockquote>\n<p>It's clear why. A disgruntled customer tells friends and relatives about a bad experience with a company. Damage that can be irreparable.<\/p>\n<h3 class=\"atw dblue max tgap bgap\">The customer is not always king<\/h3>\n<p>This is the opinion of Prof Dr Sascha Alavi from Ruhr University Bochum.\u00a0<a title=\"news.rub.de: The customer is not always king\" href=\"http:\/\/news.rub.de\/wissenschaft\/2017-10-11-wirtschaftswissenschaft-der-kunde-ist-nicht-immer-koenig\" target=\"_blank\" rel=\"noopener noreferrer\">He and his team have investigated<\/a>what customers feel when they are reprimanded. He says in the interview that there are definitely situations in which service employees have to admonish their customers. For example, when passengers get rowdy on an aeroplane. However, two aspects are important for a successful reprimand: the customer must know the rules and the reprimand must be empathetic:<\/p>\n<blockquote>\n<p><em>We're talking about the 'feel, felt, found' method: I can understand why you feel this way. I've been in that situation myself. But then I dealt with it this way and that.<\/em> - Sascha Alavi, Ruhr University Bochum<\/p>\n<\/blockquote>\n<h3 class=\"atw dblue max tgap bgap\">You arbitrate for the railway<\/h3>\n<p>But even the most empathetic customer service can reach its limits. That's when it happens: a conflict arises between the customer and the company. This can be triggered by a delayed train or a ticket that has not been refunded. If you find yourself in a conflict with transport companies such as FlixBus, Lufthansa and Deutsche Bahn, you can turn to the <a title=\"soep-online.de\" href=\"https:\/\/soep-online.de\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Arbitration centre for public transport (S\u00d6P)<\/a> contact. Edgar Isermann is its manager and mediates between customers and transport companies.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":2286,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,183,301,94,96,42],"tags":[58,59,60,14,56],"class_list":["post-2281","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-allgemein","category-audio","category-konfliktpodcast","category-konfliktmanagement","category-mediation-in-und-fuer-organisationen","category-podcast","tag-auf-die-zwoelf","tag-beschwerdemanagement","tag-konfliktpotenzial","tag-mediation","tag-podcast"],"_links":{"self":[{"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/posts\/2281","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/comments?post=2281"}],"version-history":[{"count":0,"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/posts\/2281\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/media\/2286"}],"wp:attachment":[{"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/media?parent=2281"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/categories?post=2281"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.inkovema.de\/en\/wp-json\/wp\/v2\/tags?post=2281"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}